Содержание
- 2. “The convenience is still better online than in person, you don’t have to make trips to
- 3. Then & Now Then: The user built workflow around the library Now: The library must build
- 5. Virtual Reference Services Global reach Anytime/anywhere access Cooperative services may reduce costs
- 6. The Study Seeking Synchronicity Seeking Synchronicity
- 7. Seeking Synchronicity: Evaluating Virtual Reference Services from User, Non-User & Librarian Perspectives Studied habits & needs
- 8. Seeking Synchronicity Phases Phase II: Transcript Analysis 850 QuestionPoint live chat transcripts Phase III: Telephone Interviews
- 9. Critical Incident Technique (CIT) for Telephone Interviews & Survey Flanagan (1954) Qualitative technique Focuses on most
- 10. Critical Incident Technique (CIT) for Telephone Interviews & Survey VR Users’ & Librarians’ Questions Remember 1
- 11. Seeking Synchronicity Types of questions Types of Questions
- 12. how do you spell I miss you in spanish Is “The Mindful Child: How to Help
- 13. Types of VR Questions Subject Search Ready Reference Procedural No Question Holdings Research Inappropriate Directional Reader’s
- 14. Subject Search or Specific Search “Almost always takes the form of giving the user a document,
- 15. Ready Reference “These are the typical ready-reference or data queries that require only a single, usually
- 16. Procedural “Questions pertaining to the policies or procedures within the library system” (Arnold & Kaske, 2005).
- 17. Holdings “Questions about specific holdings of a library in print or digital form” (Arnold & Kaske,
- 18. Research “Research questions… involve trial-and-error searching or browsing… [and] are usually identified as coming from an
- 19. Inappropriate “Questions which are not appropriate for a reference service including personal questions” (Radford, 2005). How
- 20. Directional “The general information or directional question is of the information booth variety…” (Arnold & Kaske,
- 21. Reader’s Advisory Reader’s Advisory questions are “focused on helping readers find materials they want to read,
- 22. n=293 n=243 n=162 n=104 n=77
- 23. Query Type: 2010
- 24. 32% 8% 4% 11% 27% 31% 31% 17% 18% 9%
- 25. Query Type 2010: Live Chat (QP2) vs. Qwidget (QW) n=127 n=74 n=99 n=25 n=11 n=52 n=82
- 26. Ready Reference Questions (2004-2006 vs. 2010) Received by Type of Chat Service 28% 40% 21% 39%
- 27. Ready Reference Questions (QP2 vs. QW) Received by Type of Chat Service
- 28. Seeking Synchronicity Types of questions Accuracy in Ready Reference
- 29. Accuracy in VR Ready Reference How accurate are VR librarians/staff in answering ready reference questions? Do
- 30. Ready Reference Accuracy: 2004-2006 vs. 2010 78% 20% 4% 2% 6% 90%
- 31. A Simple Way to Increase Accuracy For 2004 –2006, accuracy would rise from 78% to 90%
- 32. VRS Librarians Critically evaluate sources Create metrics for evaluating new scholarly forms of authoring, publishing, &
- 33. Seeking Synchronicity Types of questions What We Learned VRS Lessons
- 34. Why Not Virtual Reference? What we learned from non-users: Preference for FtF service Do not know
- 35. Convenience is King CONVENIENCE Convenience dictates choices Is it readily accessible online? Does it contain the
- 36. Barriers to Convenience Difficulty of library systems Print articles Limited hours, distance to library
- 37. VR Users
- 38. VR Non-users
- 39. Recommendations to Boost Convenience Deliver resources 24/7 Integrate library tools in popular sites Provide links &
- 40. What Mobile Technology Undergraduate Students Own (Dahlstrom, de Boor, Grunwald, & Vockley, 2011)
- 41. How Undergraduate Students Use Their Smartphones 24% Connaway for OCLC Research, 2012 (Dahlstrom, de Boor, Grunwald,
- 42. Types of questions What We Can Do VRS Superpowers
- 43. Lack of Knowledge that VR Exists: VR Non-users Online Survey
- 44. Market VRS Market & publicize services Don’t know what is available Text Email Chat Phone Face-to-face
- 45. Top Recommendation Attract Potential Users Introduce & demonstrate online alternatives during in-person reference sessions, library use
- 46. Two Views of What’s Effective in VR Experiences Users: Convenience Comfort with service Accuracy Positive attitude
- 47. Two Views of What’s Not Effective in VR Experiences Users: Abrupt, dismissive answers Grumpy, ill-informed or
- 48. Recommendations from CIT Findings Ask open questions Portray positive attitude Provide specific & accurate answers Clarify
- 49. Mode for Developing Best Relationship: VR Users & Librarians
- 50. Making Personal Connections: VR Librarians
- 51. What’s Effective: Importance of Query Clarification Found to boost accuracy Use variety of clarifying questions Expect
- 52. Conclusions It’s all about the relationships Death of ready reference exaggerated To boost accuracy Clarify question
- 53. Current Research Cyber Synergy: Seeking Sustainability through Collaboration between Virtual Reference and Social Q&A Sites New
- 54. References ACRL Research Planning and Review Committee. (In press). ACRL top ten trends. C&RL News. Arnold,
- 55. References Connaway, L. S., & Radford, M. L. (2011). Seeking synchronicity: Revelations and recommendations for virtual
- 56. References DeSantis, N. (2012, January 6). On Facebook, librarian brings 2 students from the early 1900s
- 57. References Radford, M. L., & Connaway, L. S. (2005–2008). Seeking synchronicity: Evaluating virtual reference services from
- 58. The researchers would like to thank Alyssa Darden for her assistance in preparing this presentation.
- 60. Скачать презентацию